Case Study

The New Comcast: Empowering Employees to Drive a Customer Experience Transformation

With 91,000 employees and 20 million customers, Comcast generated $80 billion in annual revenue in 2016, and quadrupled its stock price since 2010. Despite leading the way with product creation and innovation, however, the company found itself in the bottom third of customer satisfaction ratings.

Realizing customer experience was an integral part of continued growth and success, Comcast leveraged Medallia Experience Cloud to reset its approach around the Net Promoter System® (NPS), integrating both customer and employee feedback to drive CX as its number one priority. One year after deploying the Net Promoter System, nearly half of all Comcast employees were trained in NPS and CX.  As a result, the company has seen:

  • A marked improvement in customer NPS
  • An average 20 point increase in employee NPS across the initial sites deployed
  • A reduction of several million incoming customer calls to their call center
  • A positive ROI on Comcast’s Medallia investment within a single month


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